Data-driven customer journeys, smarter services and personalized experiences will create greater value for organizers, exhibitors, partners and visitors.
As physical and digital experiences become increasingly integrated, Stockholmsmässan is developing data-driven customer journeys, digital services and new ways to strengthen the meeting experience. The focus is on strengthening the customer experience before, during and after events while developing new business opportunities through data, audience insights and more personalized services for both organizers and visitors.
The work is led by Rickard Berthold, new IT and Digitization Manager at Stockholmsmässan. He has extensive experience of digital development in large customer-intensive businesses and has previously held leading roles at Microsoft and McDonald’s, among others, where technology, data and customer experience have been central parts of the business.
This experience will now contribute to the development of future meeting experiences at Stockholmsmässan.
Focus on the entire customer journey before, during and after events
Through smarter use of data and new digital services, Stockholmsmässan will create increased customer value, strengthen sales and develop new commercial opportunities for organizers and partners.
“Digital services should not be an add-on to the meeting experience, but a natural part of it. When data, service and customer journey are connected, it becomes easier for organizers to understand their target audiences, create greater value and at the same time provide visitors with a more relevant and personalized experience,” says Rickard Berthold.
The investment is part of Stockholmsmässan’s long-term strategy to strengthen its offering to the meetings market and develop the business-driven event format of the future.
“The meetings industry is changing rapidly and expectations for integrated and data-driven experiences are increasing. To continue to be the Nordic region’s leading meeting place, we need to develop both the customer experience and the business around our events. Digital development is an important part of our future offering,” says Mats Viker, CEO of Stockholmsmässan.
